First Rule of Usability? Don’t Listen to Users

First Rule of Usability? Don’t Listen to Users

To design an easy-to-use interface, pay attention to what users do, not what they say. Self-reported claims are unreliable, as are user speculations about future behavior.

In past years, the greatest usability barrier was the preponderance of cool design. Most projects were ruled by usability opponents who preferred complexity over simplicity. As a result, billions of dollars were wasted on flashy designs that were difficult to use.